酒店实用英语Unit1_ROOM_RESERVATION教材教学课件.pptVIP

Sub-module 1 《酒店实用英语》 ——十二五规划教材 Competence Objectives Competence Objectives : how to accept confirmed reservation how to accept guaranteed reservation how to deal with over-booking Contents Job Knowledge and Experience 1 Sample Cases 2 Technical Training or Basic Skills 3 Introduction to Hotels 4 Job Knowledge and Experience Reservations can be made by many channels. Most of reservations may be over telephone. Potential guests telephone the hotel reception to communicate reservation inquiries. Some of reservations may be by emails or on the website of the hotel. While getting a reservation inquiry, the reservation agent shall obtain the following guest-related information. Knowledge and Experience Guest’s name, address and telephone number; Name of company or travel agency; Date of arrival and departure; Type and number of rooms requested; Desired room rate; Number of people in the group, if applicable; Methods of payment; Any other special requests. Sample Cases Case 1 1. What kind of room would you like, sir? 请问先生您想要哪种房间？ Room Categories: Standard Room: a room for one person with one bed. Double Room: a room for two persons with two separate single beds. Twin Room: a room for two persons with one big bed designed for two. Triple Room: a room for three persons with three beds. Suite: a series of connected rooms used as a unit. Sample Cases 2. We can offer you a standard room for a total of RMB380 including one breakfast. 我们可以给您一间标间，价格是380人民币，包括早餐。 In some hotels, room rates are net prices without service charge. Net price 净价 3. Do you have airport pickup service? 请问你们提供机场接机服务吗？ Airport pickup service is not free of charge more often than not. If customers need airport pickup, they should complete the Service Card and email or fax it to hotels. Sample Cases Case 2 1. Mr. Day,